Reinvented the digital journey for HomeCare customers, focusing on ease of use, clear communication, and seamless online interactions.

Enhanced HomeCare, Home Insurance, and Smart Home products by integrating customer feedback, data insights, and user testing.

Boosted engagement and customer retention with the development of the British Gas Rewards programme, incentivising loyalty through tailored rewards.

Created and maintained product roadmaps visible to all stakeholders, aligning team efforts and strategic objectives.

Facilitated user story mapping sessions to design and prioritise features, ensuring a clear understanding of customer needs and journey requirements.

Defined meaningful Minimum Viable Products (MVPs) to deliver valuable solutions quickly while maximising learning opportunities.

Collaborated with engineers to design technical solutions that aligned with customer needs and business goals.

Designed and executed multiple A/B tests weekly to validate hypotheses and optimise product performance.

Significantly increased journey conversion rates, improving the online purchase experience for customers.

Successfully reduced customer contact rates by streamlining the HomeCare product journey, reducing reliance on call centres.

Used data-driven decision-making and user testing to optimise features, resulting in improved customer satisfaction and retention.

Played a key role in launching a connected smart home experience, integrating innovative technology to meet evolving customer needs.

Addressed declining digital sales by reimagining the customer journey and introducing new features to improve usability and engagement.

Balanced competing priorities across multiple products, ensuring HomeCare, Insurance, and Smart Home solutions met both customer expectations and business KPIs.

Managed the complexities of coordinating data-driven improvements across several teams while ensuring alignment with overarching goals.

Overcame initial resistance to new methodologies like Behaviour-Driven Development (BDD), achieving adoption through demonstrated efficiency gains.